Freshdesk Reviews in March 2025: User Ratings, Pros & Cons

"Freshdesk is flexible and can be made to work the way you do."

What do you like best about Freshdesk? I can customize everything, from my technicians Signatures, to prioritizing tickets to sending items to different departments. And as an MSP doing IT service for many companies, their users can reach me using a localized domain name to make life easier ([email protected]). What do you dislike about Freshdesk? The help and documentation system is not laid out well and often i have to ask support how to do things. What problems is Freshdesk solving and ...

"Simple and UI friendly"

What do you like best about Freshdesk? Freshdesk simplifies my work tasks and definitely is user friendly and easy to use. More companies should implement this product for optimal customer service What do you dislike about Freshdesk? Sometimes the program will lag when it comes to sending emails What problems is Freshdesk solving and how is that benefiting you? The fact that we can save canned responses for each customer scenario is amazing which helps with finishing tasks quickly

"Wonderful"

What do you like best about Freshdesk? It is so easy to use and it helps agents answer more tickets. The platform is user-friendly. Adding canned responses just makes the agent's job way easier. You can track the performance. The chat function is also great for customer service. What do you dislike about Freshdesk? Sometimes I'm not able to add notes and the "new ticket" message doesn't appear. What problems is Freshdesk solving and how is that benefiting you? Easier communication with ...

"Senior Client Services Technical Support"

What do you like best about Freshdesk? Easy to use Very helpful and can use internal notes as sending emails to clients What do you dislike about Freshdesk? Reporting was changed Legacy reports were showing results in real time but now there is a delay of half an hour What problems is Freshdesk solving and how is that benefiting you? Taking care of our clients issues instead of relaying on phone calls

"FreshDesk is easy to use and very helpful to manage support tickets"

What do you like best about Freshdesk? The ticket system is very user-friendly. The merge function is very useful to group related tickets. What do you dislike about Freshdesk? There are too many scroll buttons sometimes, depending on how many windows are open. What problems is Freshdesk solving and how is that benefiting you? makes it easy to keep track of tickets and communicate status of these tickets, keeps communication all in one place

"Great for making daily tasks fun and interesting"

What do you like best about Freshdesk? The arcade function creates a motivated team, where you compete for badges and get points for responses. Customer satisfation results in more points, encouraging agents to respond promptly and thouroughly. At a glance you can see open tickets you are working on and your team can cover your tickets whilst you are on leave. The colours, fonts, themes are also fun and not boring. This makes more monotonous works more pleasurable, e.g. if you worked in a ...

"Freshdesk - makes work life easy."

What do you like best about Freshdesk? Helpful - ease of use Upsides - user friendly Canned responses Executing Scenarios It is very easy to use be it creating a ticket or adding a contact etc. It also autocorrects the misspellings. I find it helpful. What do you dislike about Freshdesk? Least helpful-Integrating CRM into Freshdesk and finding old tickets. Downside is that once a contact or ticket is deleted by mistake then it can't be retrieved. What problems is Freshdesk solving and how ...

"Freshdesk: Empowering Business Growth and Efficiency - A Seamless Customer Management Solution"

What do you like best about Freshdesk? What I appreciate most about Freshdesk is its seamless integration of user-friendly features that significantly enhance our customer management processes. The platform's intuitive interface ensures easy navigation for our team, promoting quick access to vital information. The scalability of Freshdesk has been a game-changer for us as we expand, providing the tools needed to manage a growing customer base efficiently. The accessibility of comprehensive ...

"Stay organized and ahead of the rest!"

What do you like best about Freshdesk? It's analytics are top-notch. Very customizable and user-friendly. What do you dislike about Freshdesk? forwarding only works within freshdesk and sometimes we need to send tickets to colleagues that aren't authorized agents. The day passes are a good workaround though. What problems is Freshdesk solving and how is that benefiting you? All customer issues in one place, easy to leave notes and assign tickets to other agents

"Lifesaver for Agent Occupancy and workload distribution"

What do you like best about Freshdesk? FreshDesk is intuitive and useful for both our agents and admins who manage the service desk. It has helped our agents move to a healthy and productive occupancy rate, which has had a positive impact on our SLAs overall. We achieved this through the use of the automatic ticket assignment options - as well as using Skills and Scenarios to ensure tickets are shared equally and efficiently within the team. What do you dislike about Freshdesk? Setup in ...